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puzzlezaddict's avatar
puzzlezaddict
Hero+
6 years ago
Solved

❗️ [CURRENT ISSUE] Sims 4 does not launch in macOS Sierra

After the November 12 update, I cannot get Sims 4 to launch on my Mac.  Specs:         MacBook Pro 14,3 (15-inch, 2017)         macOS Sierra (version 10.12.6)         2.9 GHz Intel Core i7 (i7-...
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  • EA_Mai's avatar
    EA_Mai
    6 years ago
    - Marking this as solution for visibility, we are NOT considering this issue fixed -

    Edited:

    Thanks for the detailed reports and the information you have been sharing here so far, knowing what you have tried and what systems it's happening on is very helpful!

    At the moment, if you are experiencing this issue, a solution would be upgrading your macOS version to High Sierra or newer:

    Spoiler

    Hi everyone,

    Thanks for the detailed reports and the information you have been sharing here so far, knowing what you have tried so far and what systems it's happening on is very helpful! Thanks also for trying different troubleshooting steps, and for sharing that updating your macOS helps.

    We are investigating this, if you are still experiencing this issue, would you share Origin logs with us to help with the investigation? If so, please, follow these steps to get them:

    Spoiler
    1. If you have been using Origin since you last experienced this freeze, please, open Origin and try to open the game (I know this is going to make you have to shut down your computer, sorry about that)
    2. Turn on your computer again and open a Finder window
    3. Hit Cmd+Shift+G in the Finder and enter ~/Library/
    4. Navigate to Application Support/Origin/Logs to find the Origin logs
    5. Right click on the Logs folder and select Compress
    6. Upload the file to a file sharing website like Google Drive or OneDrive
    7. Send me a direct message with the link to the file. Please, also let me know what issue the error logs are for (especially if you haven't posted in this thread!)

    For anyone who hasn't already, if you are getting that exact error, the following information would also be helpful:

    • Have you installed The Sims 4 Legacy Edition?: 
    • Your Mac: 
    • macOS: 
    • Graphics card: 
    • Processor: 

    Thanks once again!

    -Mai

foxtrotunicorn's avatar
foxtrotunicorn
6 years ago

I have tried launching the sims 4 after this patch update and I am unable to launch the game. I get stuck behind with a half black screen and the rainbow wheel or nothing at all sometiimes, just a black screen. 

My specs are:

OS: Mac OS Sierra Version 10.12.6 

MacBook Pro (15-inch, 2017)

Memory: 2.8 GHz Intel Core i7

Graphics: Radeon Pro 555 2048 MB

Intel HD Graphics 630 1536 MB

 

I have re-downloaded origin

I have tried moving the Electronic Arts folder in the desktop folder from the documents folder. 

 

Any help is appreciated 

dzm06's avatar
dzm06
6 years ago
@foxtrotunicorn Are you using the internal display or an external monitor?

This build works for me but is failing for you. We are using the exact same computer. The only difference I see is macOS version (and you didn't report on memory/RAM):

OS: macOS Catalina 10.15.2 Beta (19C32e)
MacBook Pro (15-inch, 2017)
CPU: 2.9 GHz Quad-Core Intel Core i7
Memory: 16 GB 2133 MHz LPDDR3
Graphics: Radeon Pro 560 4 GB
Intel HD Graphics 630 1536 MB

Is there any chance you would update to macOS 10.13? I believe that's when Apple shipped Metal 2. I'm wondering if the root of this could be something broken in Metal 1 and fixed in Metal 2.

Tomorrow, if I have some time, I'll install 10.12 (Sierra) onto an external drive and see if I can reproduce your behavior.
  • leebell37's avatar
    leebell37
    6 years ago
    @dzm06 I tried installing macOS High Sierra version 10.13.6. When I try to open the game now the screen flashes black for a second and then I’m left on an enlarged version of my home screen with the arrow spinning like it’s going to load but doesn’t. I’m no longer having half my screen turn black or getting a blank white window. I tried repairing the game again after the update and it didn’t change.
    • kimninii's avatar
      kimninii
      5 years ago

      @leebell37 I have been having a similar problem, but instead, I am able to make it to the opening screen before it freezes. I will force quit and open it again, same thing happens.

      I have run the orgin reset tool,and even uninstalled the game and repaired it, but then my orgin starts acting up and I am not even able to get on to orgin. I will probably post about this problem on the orgin not working page as well.

      Please help meeee!!

      • Bluebellflora's avatar
        Bluebellflora
        Hero+
        5 years ago
        @kimninii

        If you're running Sierra the answer is to update your OS.
  • foxtrotunicorn's avatar
    foxtrotunicorn
    6 years ago

    @dzm06 I am using the same computer as you it seems, and using the internal monitor.. I'll try updating to MacOS 10.13 and see what happens. 

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